Technical Supporter

Technical Supporter

MSX has been a trusted partner for leading vehicle manufacturers, their dealership networks, and global mobility organizations for over 30 years. Our relentless commitment is to support our clients in transforming their business and efficiently managing their operations in sales performance, repair optimization, compliance, spare parts and accessories sales, and customer retention. With our global teams, industry expertise, and the power of modern technologies, we develop and deliver tailored, sustainable, and innovative solutions and services that help our clients optimize their processes and delight their customers.

Job Title: Technical Helpdesk Agent Level 1 (m/w/d) Location: Rüsselheim, Germany Working Hours: 40 hours

In this role, you will be at the center of complex diagnosis and repair cases, addressing challenges that require deep technical understanding, structured thinking, and creativity. You will not only repair what is broken; you will analyze the causes, connect clues that others miss, and develop solutions that truly stand the test of time. Each case is a puzzle. Some are highly technical, others unclear, many completely new. This is what makes the work exciting. You will work with experienced colleagues, using state-of-the-art tools, and applying your expertise in situations where your judgment truly matters.

In your daily work, you will:

• Contribute to customer satisfaction in your regional responsibility zone by answering support requests and providing high-quality diagnostic and repair services;
• Track the repair process, monitor its success, analyze gaps, and report them as well as give recommendations on how to close them;
• Review existing processes to improve quality, evaluate the performance of dealers in escalated cases, and always adapt working methods to meet customer needs;
• Communicate with dealer employees, support and coach them, identify the causes of technical deviations, avoid future support needs, and document complex technical problems for the central organization;
• Build relationships with dealers and customers and continuously improve the effectiveness of the function.

What we offer:

• Training opportunities: Support for professional and personal development;
• Work environment: A dynamic and supportive work environment;
• Work-life balance: Flexible working hours and home office possibilities, 31 vacation days (including Christmas, New Year's Eve, and Rose Monday);
• Additional benefits: Company pension scheme, health programs, and contribution to the Urban Sports Club;
• Profit-sharing: From the first day.

This is a fantastic opportunity for experienced automotive mechatronics, masters who bring a passion for cars and outstanding customer experiences.

This position is perfect for you if you…

• Are trained and certified as a car mechanic or have an equivalent qualification;
• Have diagnostic skills and experience in the (electrical) field;
• Have experience with high-voltage systems/electric vehicles (desirable);
• Can examine, document, and diagnose complex vehicle systems – both hands-on and remotely;
• Thrive in a dynamic environment and can keep track of multiple tasks and deadlines at the same time;
• Have a strong can-do attitude;
• Speak fluent German.

Additional information:

• With over 5,000 employees, we are globally represented in more than 80 countries and apply our expertise in the following areas:
• Consumer Engagement
• Parts, Accessories & Service Performance
• Actionable Insights
• Repair Optimization & Compliance
• Learning Solutions
• Distribution & Sales Performance

Our proven success has led us to work with almost every automobile manufacturer in the market.

MSXI Purpose: To empower movers and makers to thrive in our ever-changing world.

MSXI Mission: To harness our expertise in mobility, the creativity of our global teams, and the power of technology, to craft tailored, sustainable, and innovative solutions.

MSXI Vision: To be the clients' first choice, recognized for our operational excellence and commitment to driving change and innovation in the mobility industry.

MSX is an employer that promotes equal opportunity and expressly welcomes applications from qualified and suitable candidates regardless of gender, ethnicity, disability, age, sexual orientation, gender transition, religion or belief, marital status, or pregnancy or maternity. As a user of the "Disability confident" program, we guarantee all disabled applicants who meet the minimum criteria for the position an interview.